Resources for administrators


Depending on your next steps, click the appropriate link below to access detailed administrative resources and tasks.

Category Description
Administration 

See About Administration to learn how to customize your PureCloud organization.

Alerts

See About Alert administration to learn how to manage your alerts and alert rules.

Architect

See About Architect to learn how to use this drag and drop web-based design tool to create auto-attendant flows for media types, and much more.

Documents

See About workspaces to see how Documents helps you administer the storage, organization, and sharing of all types of files securely with our enterprise-level content repository.

Directory Admin

See About Directory Admin to learn how to set up groups, locations, ACD skills, and profile layouts and labels.

Integrations

See About Integrations to learn how PureCloud integrates with systems that companies use to manage data on their people and operations. 

Organization

See About Organization settings to learn how to manage your organization’s details, settings, wrap-up codes, and queues.

Oubound dialing

See Outbound dialing to learn how to manage outbound dialing campaigns with options to run sequences of campaigns or through scheduling.

PureCloud ACD

See About PureCloud ACD to learn how to dynamically match customer interactions and agents.

Quality management

See About Quality management to learn how to manage policies for recording, evaluation, and calibration policies, assign and complete evaluations, and analyze results.

Reports, views, and dashboards

See About reports, views, and dashboards to provide supervisors, managers, and executives with real-time and historical metrics for their contact center. 

Scripting

See About Scripting to learn how to use scripts. Scripts are on-screen instructions that help agents process calls. Scripts present details about a caller or contact to the agent, often with fields for collecting or updating information.

Telephony

See About Telephony to learn how to configure the Edge, manage phones, set up your IVR, and much more.

Web chat

See About widgets for web chat to add a web chat widget. This feature allows customers to chat with contact center agents directly from your website.